Testimonials "Earlier this year we were one of the worst hotels in our company. In April we decided to be the best hotel and HSN was the first small step to becoming that. I have always felt that competition was the best way to draw the best out of team members for this kind of exercise. They had buy in for that concept so we made a friendly wager with the #1 HSN hotel in our company. Putting the time in on the front end is why they are so good at this now."
Andy Briggs - General Manager "The secret to our success is: role-playing and reviewing the notes on every call. With numerous attempts at role-playing, we are able to grasp points we have missed in the past. Basically, a little one-on-one training and incentives equals better overall scores."
Jed Bickel - Front Office Manager When asked what his secret was to getting his staff involved: "No secret, I guess all we needed was a push in the right direction. Thanks for all your help, it is greatly appreciated. I've really been training one-on-one with everyone and getting the crew to be very competitive."
Jonathan Lemus - Assistant General Manager "Our success in the HSN program is due to my Front Office Manager, Michelle, being so positive and supportive of this program and having a great staff. I also offer incentives for 100% scores and we hold contests each quarter. I make a huge deal out of the shop calls, giving endless praise and thank you for anything 65% and above.
Thank you for your support on this program!" Julie Ovard - General Manager Following a presentation at Pueblo Community College in Pueblo Co by Janis Mitchell: "I heard great things, ' well presented' 'great information', Great PRESENTER!!!!" Juanita Fuentes - Director of Continuing Education "HSN keeps the agents on their toes and causes them to work on achieving great reservations skills for all guests. The agents have also become competitive with each other. Thanks for the service." Miko Cavilo – Front Office Manager "HSN’s shoppers have realistic scenarios. They continue to have patience and not be pushy about just getting a rate. They allow our agents to “work” the program." Katie Suchodolski – Assistant General Manager "We have enjoyed our relationship with HSN. They have proven their system is effective and have increased our conversion on calls to booked rooms. We capture far more sales on the phone than we ever did before we started using HSN. Our desk agents have also noticed this and are able to convert more calls to reservations. Our agents get very excited when they capture revenue and are eager to share this with their management team and their peers." Joe Maddux - Director of Operations "Without
a doubt, our revenues have increased since Ms. Ronda Rode "I
am very pleased with the entire (HSN) program. This is one of
the best things that we've done as far as developing a professional
front line staff and presenting our hotel in a polished manner.
I believe the staff is excited and challenged by the program.
I have seen all of the team members practicing and reviewing
shop reports, so clearly it has an impact on all of them. Thank
you for your support and encouragement"! "I like recommending
the Hotel Shopping Network; Janis brings her Ms. Janie Wiltshire,
Hospitality Sales Trainer "Thank
you so much for all of your help to get me up to par!" "The
shops have not only helped increase revenue - we are Mr.
Buggsi Patel "Since starting with HSN secret phone shops, I have noticed that my agents are taking more time with their phone sales. After receiving their scores they are proud to see them on the HSN board we have created. I am amazed that the HSN callers vary so much that it would be hard for my agents to recognize them. This is a good program and I have decided to extend my participation and also continue to get the audios." Jessica K. Rubalcava, General Manager "I have seen an increase in the number of bookings at your hotel" since the induction of the HSN program."
Robin Lucca - General Manager |